Member Support Specialist

Member Support Specialist

The Member Support Specialist will serve as the primary point of contact for our members, owning the end-to-end member experience by providing personalized support, resolving complex account matters, and ensuring every interaction reflects the Planet Fitness Judgement Free Zone® philosophy. This role is empowered to resolve member concerns through thoughtful decision-making while balancing member satisfaction with company policies and business objectives.

As Planet Fitness evolves into a centralized Member Services model, this role will become the trusted expert responsible for managing member accounts and experiences through phone, chat, email, and other communication channels. The Member Support Specialist will deliver a seamless, consistent, and high-quality experience for members across the organization.

Simultaneously, the Member Support Specialist will act as a critical internal resource, assisting internal team members with complex member inquiries, troubleshooting system issues, and clarifying operational procedures.

The ideal candidate possesses exceptional communication skills (written and verbal), a high level of empathy, and strong technical aptitude to handle both customer-facing and back-end support seamlessly.

For team collaboration and member support purposes, the ideal candidate will currently reside in the Southeast US-region or in the Northeast US-region.

Responsibilities

Deliver an Exceptional Member Experience

• Serve as the primary owner of the member experience by resolving account questions, billing inquiries, membership changes, profile updates, and service requests from initial contact through resolution.
• Build trust and confidence with members by providing empathetic, timely, and personalized support across multiple communication channels (Phone and Chat)
• Evaluate individual member situations and exercise sound judgment to determine appropriate service recovery solutions within established guidelines.
• Educate members on membership benefits, digital tools, and available services to maximize the value of their Planet Fitness experience.
• Consistently deliver service that reflects Planet Fitness' Judgement Free Zone® philosophy while balancing member satisfaction with company policies and business objectives.

Serve as a Trusted Operational & Member Services Partner

• Act as a subject matter expert for complex member scenarios, providing guidance to club teams and internal partners regarding policies, procedures, and account management.
• Collaborate with cross-functional partners including IT, Marketing, Legal, Public Relations and Operations to resolve escalated member issues and support organizational initiatives.
• Troubleshoot account and system issues while escalating technical concerns through the appropriate channels when necessary.
• Identify recurring member feedback, operational challenges, and system opportunities, recommending improvements that enhance both the member and team member experience.
• Help drive consistency across the centralized Member Services function by ensuring policies are applied fairly, accurately, and consistently.

Protect Member Information & Support Operational Excellence

• Safeguard confidential member information, ensuring compliance with all privacy requirements, company policies, and established protocols.
• Verify member identities and appropriately manage sensitive account activity with the highest level of integrity and professionalism.
• Ensure all privacy requests, opt-out requests, and sensitive member cases are handled accurately, confidentially, and within established service expectations.
• Travel periodically to Planet Fitness clubs within an assigned region to develop a deep understanding of club operations and ensure decisions align with the in-club member experience.
• Participate in ongoing training and development at the Club Support Center (CSC) to remain current on systems, policies, operational processes, and evolving member experience initiatives.

Qualifications

• High School Diploma; Bachelors degree is preferred
• 4+ years of progressive experience in customer service, member services, customer success, hospitality, financial services, healthcare, retail leadership, or another service-focused environment, including at least 1 year in a Lead, Team Lead, or supervisory role
• Demonstrated experience resolving complex customer situations, exercising sound judgment, and coaching or supporting others in delivering exceptional service is required
• Experience handling confidential information with discretion and integrity
• Strong critical thinking and decision-making skills with the ability to balance member advocacy and business objectives
• Experience working with CRM platforms such as Salesforce or Zendesk
• Proficiency with Microsoft Office, including Word, Excel, Outlook, and Teams
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
• Excellent communication skills along with the ability to communicate effectively across all levels of the organization, both internally and externally
• Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
• Creative, progressive, thought leadership with the ability to influence at all levels of the organization
• Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
• Dedicated learner with a natural curiosity for consistent growth
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
• Cooperative team player with an upbeat, positive, "can-do" attitude!
• Willing and able to travel up to 20% of the time to the NH and MA offices and to Planet Fitness clubs within an assigned region
  • Currently resides near a major airport
  • Valid driver's license
  • Clean driving record

Perks

Planet Fitness cares about you and your well-being. We offer a comprehensive benefits package to eligible employees which includes the core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options. In addition, we are proud to offer eligible employees a generous time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities. We offer a 401(k) Plan with safe harbor employer matching and an employee stock purchase plan. This role is also eligible to participate in an annual corporate bonus incentive program based on company financial and personal performance.

The base hourly rate for Southeast US region-based and Northeast US region-based employees hired into this role will be aligned with the range below. This is a good faith estimate, and the amount of the base hourly rate will correspond with a candidate's professional experience, qualifications and internal equity.

Base Hourly Rate Range for Southeast US region: $24.00-$28.00/hr

Base Hourly Rate Range for Northeast US region: $27.00-$32.00/hr